CommX CommPilot User Training Guide v111

8/2/2019 CommX CommPilot User Training Guide v111

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3550 BUSCHWOOD PARK DR. 813-933-6767 X266

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TAMPA, FL 33618 WWW.COMMX.NET

CommX Broadband Voice Services

Hosted PBX

BroadWorks User Training Guide

Copyright Notice

Copyright 2004 BroadSoft, Inc.

All rights reserved.

Trademarks

BroadSoft and BroadWorks are registered trademarks of BroadSoft, Inc.

Microsoft, MSN, Windows, and the Windows logo are registered trademarks of MicrosoftCorporation. Other product names mentioned in this manual may be trademarks orregistered trademarks of their respective companies and are hereby acknowledged.

This document is printed in the United States of America.

CommX is a Licensed System Provider of BroadWorks

(CommX reserves the right to exclude support of certain features contained herein)


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BROADWORKS COMMPILOT PERSONAL AND CALL MANAGER TRAINING GUIDE 08-BD5110-00

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Table of Contents

1 Course Overview .....................................................................................................41.1 Purpose of the Course .................................................................................... 41.2 Objectives.........................................................................................................41.3 Agenda.............................................................................................................41.4 What Happens in This Course........................................................................ 41.5 Additional Resources....................................................................................... 5

2 Introduction ..............................................................................................................62.1 What is BroadWorks?...................................................................................... 62.2 What is CommPilot?........................................................................................7

3 Services ...................................................................................................................83.1 CommPilot Personal Services ........................................................................ 8

3.1.1 Profile......................................................................................................83.1.2 Incoming Calls........................................................................................83.1.3 Outgoing Calls ....................................................................................... 83.1.4 Call Control.............................................................................................93.1.5 Messaging..............................................................................................93.1.6 Utilities..................................................................................................103.1.7 Service Scripts.....................................................................................103.1.8 Conferencing........................................................................................103.1.9 CommPilot Call Manager Services.....................................................10

4 Scenarios and Exercises.......................................................................................114.1 Scenario 1: Set Up Basic Services..............................................................11

4.1.1 Example of a Basic Services Setup....................................................114.2 Exercise 1: Set Up Basic Services..............................................................11

4.2.1 Log in....................................................................................................124.2.2 Update Personal Profile.......................................................................134.2.3 Change Password...............................................................................144.2.4 Call Forwarding Always.......................................................................144.2.5 Personal Phone List ............................................................................154.2.6 Phone List Personal Import..............................................................154.2.7 Voice Management..............................................................................164.2.8 Voice Messaging Greetings................................................................17

4.3 Scenario 2: Configure Enhanced Services.................................................184.3.1 Example of Anonymous Call Rejection..............................................184.3.2 Example of Call Notify .........................................................................184.3.3 Example of Selective Call Acceptance/Selective Call Rejection.......184.3.4 Example of Selective Call Forwarding................................................184.3.5 Example of Simultaneous Ring...........................................................18


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4.4 Exercise 2: Configure Enhanced Services..................................................194.4.1 Anonymous Call Rejection..................................................................194.4.2 Call Notify .............................................................................................194.4.3 Selective Call Acceptance and Selective Call Rejection...................204.4.4 Call Forwarding Selective....................................................................214.4.5 Simultaneous Ring...............................................................................22

4.5 Scenario 3: Use CommPilot Call Manager .................................................234.5.1 Example of Three-Way Conference Calling.......................................234.5.2 Example of Transfer with Consultation...............................................23

4.6 Exercise 3: Use CommPilot Call Manager..................................................234.6.1 Initiate a Call.........................................................................................234.6.2 Three-Way Conference Calling ..........................................................244.6.3 Transfer with Consultation...................................................................244.6.4 Outlook Integration ..............................................................................24


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1 Course Overview

1.1 Purpose of the Course

The purpose of this course is to familiarize you with CommPilot terminology and thesystem functionality. We will review the steps to set up and manage phone services fromthe CommPilot Personal portal. We will also review call management with the CommPilotCall Manager.

This guide is used in conjunction with the course presentation slides BroadWorksCommPilot Personal and CommPilot Call Manager Training.

1.2 Objectives

After completing this course, you will be able to:

Discuss the benefits of using a web interface to set up and manage phone services.

Set up and manage basic services. Set up enhanced services and features.

Use CommPilot Call Manager to make and control phone calls.

1.3 Agenda

Topic Length

Course Overview 5 minutes

Introduction 5 minutes

Scenarios and Exercises 1 hour

Course Review 20 minutes

1.4 What Happens in This Course

Heres what well be doing and what will be expected of you:

The instructor will explain CommPilot and discuss its benefits.

The instructor and participants will discuss typical caller scenarios. Participants will practice setting up, managing, and using services.

Participants will discuss group and user scenarios and will practice setting up andmanaging the system.


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1.5 Additional Resources

Online help is always available when using CommPilot. This useful tool providesinformation such as how to steps, detailed field descriptions, and character limits. Onlinehelp is accessible throughout the system by clicking the Help link, which can be found in

the upper right hand corner of each page.

The BroadWorks Application Server User Web Interface Administration Guidecontainsinformation for administrative workflow, system and group management, detailedinstructions for setting up services, interfaces, and includes page captures.


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2 Introduction

2.1 What is BroadWorks?

BroadWorks is an enhanced services delivery system that allows service providers to offerweb-enabled communications applications over packet networks. The BroadWorksproduct family provides support for call routing and translations, media-orientedapplications such as Three-Way Conferencing, Voice Messaging, Auto-Attendant andother interactive voice response (IVR) applications, as well as for personal callingfunctions such as Selective Call Forwarding and Notification, Call Transfer, and integrationwith Microsoft Outlook for contact retrieval and dialing.

Next-generation networks consist of network elements that provide packet conversion, callcontrol, and applications. BroadWorks is an application focused on local and edgeservices for businesses. Designed for next-generation networks, BroadWorks isdeveloped on a standards-based, modular architecture utilizing common protocols, openinterfaces, and scalable, industry-standard hardware. This open environment enablesservice providers and third-party service developers to build new applications to bedelivered over the broadband infrastructure.

Despite the clear efficiency and benefits of next-generation networks, the currenttelecommunications market is plagued by staggering customer churn due to the arduousprocess and expense of serving and servicing customers. There is little competitivedifferentiation in service offerings, and service providers are forced to compete on price.However, the large soft costs associated with provisioning and servicing new customersreduces the profit and desire to meet the needs of any size company.

BroadWorks provides a high servicing component between the service provider and thecustomer, with user control and configuration via a standard web portal. By allowing usersto augment their basic phone functionality via a web portal, existing services such asconference calling and call forwarding become easier to use, and new services becomeeasier to deploy. For example, if a BroadWorks user wants to selectively forward calls

from an office phone to a cell phone, it can be done with a few clicks on a web page orwireless PDA. Previously, with Centrex-like services, such a service would require ahighly complex and time-consuming procedure for both the user and the service provider.Web access provides integrated service management and lets end users configure andmanage their own services via a familiar interface, significantly lowering the cost ofcustomer service and operations. BroadWorks can be configured individually by a userand a phone line, or by a group manager to inter-work as a key system or PBX.

BroadWorks is servers and services. BroadWorks provides a complete solution via itsthree server components. The BroadWorks Application Server provides call processing,personal and group services, and service management. The BroadWorks Media Serverprovides specialized media resources, interactive voice response, and conferencingcapabilities. The BroadWorks Network Server provides policy-based call routing andtranslations. Together, these components provide personal, group, and network servicesincluding Centrex-equivalent functions, Voice Messaging, web call management, as wellas Hunt Groups, Auto Attendant functions, call routing and translations, and callingrestrictions.


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2.2 What is CommPilot?

CommPilot refers to the web interface of BroadWorks.

CommPilot Personal grants easy access to service configuration and management to

users. Activating and customizing services such as call forwarding and call notification issimple and intuitive.

CommPilot Call Manager allows users to control calls (with call functions such as hold,transfer, and conference), via a familiar web page, rather than complex star codes andflash-hooks. For those users comfortable with star codes and flash-hooks, however,some functions (such as Automatic Recall, Call Park, Call Waiting, and so on) areavailable.


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3 Services

The group (company) administrator sets up individual users (group members). The usermanages a web interface, referred to as the CommPilot Personal portal. The portal allows

activation, deactivation, and customization of his/her own services; including modificationsto speed dial numbers, changes to passwords, and updates to the profile. The servicesavailable to users are dependent upon the services purchased by the company ororganization.

3.1 CommPilot Personal Services

3.1.1 Profile

Home - Profile

Passwords

Time Schedule

3.1.2 Incoming Calls

Anonymous Rejection

Calling Line ID Blocking Override

Calling Name Retrieval

Call Forwarding Always/Busy/No Answer/Selective

Call Notify

Do Not Disturb

External Calling Line ID Delivery

Incoming Calling Plan

Internal Calling Line ID Delivery

Intelligent Network Service Control

Alternate Numbers

CommPilot Express

CommPilot Express SR

Priority Alert

Selective Acceptance

Selective Rejection

Sequential Ring

Simultaneous Ring

3.1.3 Outgoing Calls

Automatic Callback

Call Return


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3.1.6 Utilities

Authentication

Feature Access Codes

Group Directory

Intercept User

3.1.7 Service Scripts

Configuration

Load

3.1.8 Conferencing

Conferences

Recordings Bridges

Reports

3.1.9 CommPilot Call Manager Services

Using the web-based call manager, CommPilot Call Manager, you can dial and answercalls, hold, retrieve, release, conference, and transfer calls.

The services and functions available are:

Dial by Phone List: Group, Personal, Call Log, Outlook Contact List, or LDAP directory

Three-Way Calling

Call Transfer

Call Transfer with Consultation

Call Transfer with Three-Way Consultation

Call Waiting

Calling Name/Number Delivery

Do Not Disturb indicator and service link

Call Forwarding Always indicator and service link

Remote Office indicator and service link

Extension dialing Search phone list


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4 Scenarios and Exercises

4.1 Scenario 1: Set Up Basic Services

4.1.1 Example of a Basic Services Setup

As a new user to the system, a user usually would like to take advantage of managingtheir own services such as: updating their profile and password, setting up CallForwarding, setting up Voice Messaging, and adding to their Personal Phone List.

After logging in, you have access to all the services the company has purchased.Through the CommPilot Personal portal, you can:

Modify your profile

Change your password

Activate Call Forwarding Always

Activate Voice Messaging

Add a phone number to your Personal Phone List

4.2 Exercise 1: Set Up Basic Services

In Scenario 1, we discussed modifying and configuring basic services, including the profileand password, Call Forwarding, Voice Messaging for busy calls, and adding to yourPersonal Phone List. This exercise reviews the steps necessary to set up basic services.


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4.2.1 Log In

1) In the User ID field, enter your user ID.

2) In the Password field, enter your password.

3) Click Bookmark this page and type the name in the Add Favorite dialog box toaccess this page from your IE menu.

4) Click the Login button or press the Enter key. The CommPilot Personalhomepage and the CommPilot Call Manager page display as two separate windows.


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4.2.2 Update Personal Profile

Your profile contains your personal information such as name, User ID, phone number,extension, and e-mail address.

1) For your convenience, minimize the CommPilot Call Manager.

2) From the Options list, click Profile and then click Profile on the Profile menu page.

3) Update the profile as desired by typing the First Name and Last Name in thecorresponding text boxes and selecting the appropriate language and time zone.

4) Modify the additional information as required.

5) Click OK or Apply.


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4.2.3 Change Password

You can change the login password or voice portal password.

1) Click Passwords on the Profile menu page.

2) To change the password that allows the user to login to BroadWorks, click Set webaccess password; clicking Set voice portal password changes the code that allowsthe user to change voice-messaging options.

3) Type the current password.

4) Type the new password. You are required to confirm the new password by typing it asecond time.


NOTE: If you forget your password, notify your group or company administrator to have your passwordreset. Upon your next log in, follow the steps above to change your password.

4.2.4 Call Forwarding Always

Call Forwarding Always allows you to redirect your incoming calls to another number.

1) Click Call Forwarding Always on the Incoming Calls menu page.

2) Click the On radio button. When the Call Forwarding service is turned on, calls will besent to the number you have designated in the Calls Forward to field.

3) Enter a phone number to which calls will be forwarded, such as an administrativeassistant.

4) Click Play Ring Reminder when a call is forwarded if required.



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4.2.5 Personal Phone List

A Personal Phone List is a speed-dial list from the CommPilot Call Manager. By selectinga name from the drop-down list of speed dial numbers, the CommPilot Call Manager willdial the persons phone number.

1) Click Personal Phone List on the Outgoing Calls menu page.

2) Click Add on the Personal Phone Listpage. The Add to Personal Phone Listpage displays.

3) Type the Name and Number exactly as you want them to appear in the dialing list.All numbers must be ten digits and long-distance numbers must include a 1.

4) Click OK.

4.2.6 Phone List Personal Import

1) Click the Import Phone List link on the Personal Phone List page.

2) In the Select a Phone List File field,type the file name or click the Browse button tolocate the .CSV file. Click Open.



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4.2.7 Voice Management

Voice Management allows you to specify recorded messages for callers when the usersphone is busy and/or when you do not answer.

1) Click Voice Management on the Messaging menu page.

2) If you would like to use the Voice Messaging service, click the On radio button.

3) Click the Use unified messaging radio button.

4) If you would like a phone message-waiting indicator, click the Use Phone Message

Waiting Indicator box.

5) Click the Forward it to this e-mail address box. Specify the e-mail address.

6) If you would like to receive an e-mail notification when a caller has left a voicemessage, click the Notify me by e-mail of the new message at this address boxand provide the e-mail address.

7) If you would like to receive a carbon copy of this message voice message, click theE-mail a carbon copy of the voice message to box and provide the e-mail address.

8) For callers to transfer to another number, click the Transfer on 0 box. Enter theAttendant phone number.



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4.2.8 Voice Messaging Greetings

1) Click Greetingson the Messagingmenu page.

2) Under Busy Greeting, select System greeting (system recording) or Personal

greeting (your voice recording). If you select Personal greeting, click the Browsebutton to locate the .WAV file on your computer. Recording your personal greetingcan also be accomplished by dialing the voice mail retrieval number and following theprompts on the phone.

3) Under No Answer Greeting, select System greeting, Unavailable Greeting or clickBrowse button to locate the Unavailable Greeting as a .WAV file on your computer.Additional greetings can be saved for future use. You may provide up to threeAlternate No Answer recordings.

4) Click the radio button corresponding to the number of times your phone should ringbefore voice messaging picks up.



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4.3 Scenario 2: Configure Enhanced Services

BroadWorks offers a number of enhanced services. Below is a group of enhancedservices that are part of the CommPilot Personal portal. These services are easilyaccessible and simple to configure.

4.3.1 Example of Anonymous Call Rejection

Telemarketers who have activated their Line ID blocking have hounded an engineer lately.He would like this to stop. He can activate his Anonymous Call Rejection service, andcallers who have activated their Line ID blocking will not be able to ring his line, insteadthey will hear an announcement stating that the called party is not accepting calls fromanonymous callers.

4.3.2 Example of Call Notify

The marketing manager is going to be out of town for a week. He has turned on his VoiceMessaging service, but needs to know if the Vice President is trying to reach him. He can

create a Call Notification to send a text message to his mobile phone alerting him that VPhas called his number.

4.3.3 Example of Selective Call Acceptance/Selective Call Rejection

A busy salesman is working on an important presentation for his client and cannot bedisturbed by anyone unless it is a customer. He can set up Selective Call Acceptance toonly receive calls from those numbers specified; all others will receive an announcementstating that you are not accepting calls at this time.

4.3.4 Example of Selective Call Forwarding

A service technician is going to be on the road all day. She is expecting a call from her

boss regarding a possible promotion and does not want to miss the call. She set up herCall Forwarding Selective service to send only the calls from her boss to forward to hermobile phone. All other calls can go to Voice Messaging.

4.3.5 Example of Simultaneous Ring

The VP of Sales is going to be in and out of the office all day, but does not want to miss acall. She wants the calls to be answered in her office while she is there. By activatingSimultaneous Ring with her mobile phone and assistants phone, she can send incomingcalls to ring all phones and the first to be answered will receive the call.


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4.4 Exercise 2: Configure Enhanced Services

In Scenario 2, we discussed examples of additional enhanced services. To set up theseservices, follow the steps below.

4.4.1 Anonymous Call Rejection

Anonymous Call Rejection allows you to prevent the receipt of phone calls from numbersthat are not identifiable.

1) Click Anonymous Rejection on the Incoming Calls menu page.

2) The Reject Anonymous Caller defaults to Off. If you would like to activate thisservice, click the On radio button. When the service is active, callers who haveintentionally blocked their calling line ID will not be able to ring your line; instead theywill hear a recording stating that you are not accepting calls from anonymous callers.


4.4.2 Call Notify

Call Notify service allows you to receive an e-mail notification of calls from all or specifiednumbers, on all or specified days, and at all or specified times.

1) Click Call Notify on the Incoming Calls menu page.

2) Enter the e-mail address to which the call notification should be sent.


4) Click Add to create notification. The Call Notify Add page displays.

5) Enter the Description (name of notification).

6) Select the Selected Time Schedule.

7) In the Calls from field, check Any phone number or enter Specific phone numbers(such as the VPs number).

8) Click OK.


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Hint: If your mobile phone has text messaging capabilities, you can have the notificationssent to that phone by entering that text messaging address in the e-mail field.

4.4.3 Selective Call Acceptance and Selective Call Rejection

Selective Call Acceptance allows you to accept calls only from numbers of your choice.When a call is received from other phone numbers not included in your Selective CallAcceptance list, the callers will hear an announcement that you are presently notaccepting calls from their numbers.

Selective Call Rejection works much like Selective Call Acceptance, except with thisservice, you select specific numbers to reject, and all other numbers will be able to callyour number. When a call is received from a rejected number the caller will hear anannouncement that you are presently not accepting calls from their number.

1) Select Selective Acceptance on the Incoming Calls menu page.

2) Click the Active box to enable the service. A indicates the service is active.


4) To add numbers, click the Add button.

5) In the Description field, enter a description of the phone numbers.


7) Check any numbers or enter the phone numbers that trigger Selective CallAcceptance.

8) Click OK.

For Selective Call Rejection, follow the steps above, except select Selective Rejection onthe IncomingCalls menu page. Remember Selective Call Rejection specifies thenumbers for which you will not accept calls.


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4.4.4 Call Forwarding Selective

Selective Call Forwarding allows you to forward calls from specified phone numbers toanother phone of your choice, such as your mobile phone, administrative assistant, orhome phone.

1) Click Call Forwarding Selective on the Incoming Calls menu page.

2) Type the number to which calls should be forwarded.

3) Click OK orApply. Click Add to add numbers to be forwarded.

4) In the Description field, enter a description of the phone numbers.


6) Enter the Specific numbers or leave the Any number default setting, which will

trigger Call Forwarding Selective.7) Click OK.


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4.4.5 Simultaneous Ring

Simultaneous Ring allows you to have incoming calls ring at your extension and up to 10other phone numbers at the same time. The calls will ring at any of the phone numbers inyour listing for this service as long as the lines are not busy. The person who picks up the

call first answers the call.

1) Click Simultaneous Ring on the IncomingCalls menu page.

2) Click the On radio button to activate the service.

3) Select how you want to handle incoming calls.

4) Enter the Phone Number to be added.

5) Click Add. Repeat steps 3 and 4 for each number.

6) Click OK orApply.


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4.5 Scenario 3: Use CommPilot Call Manager

With the CommPilot Call Manager, you can initiate, answer, hold, transfer, and conferencecalls with the click of a few buttons. The CommPilot Call Manager provides callinginformation such as call status, caller ID, speed dial phone lists, and Do Not Disturb Call

Forwarding Always, and Remote Office indicators. Below are examples of how you coulduse the CommPilot Call Manager.

4.5.1 Example of Three-Way Conference Calling

You have called a co-worker regarding a client. Your co-worker suggests conferencing inthe client. You no longer have to remember flash codes or complex procedures. Simplyenter the second number you would like to dial and click Conference. Without any extrasteps, all calls are connected.

4.5.2 Example of Transfer with Consultation

As an administrative assistant, you receive a call from a client, who would like to speak

with your boss. You can dial your bosss number by selecting it from your group phonelist, speak with each other, and then transfer the client to your bosss line by clicking theTransfer button. Again, there are no flash codes or complex procedures to remember.

4.6 Exercise 3: Use CommPilot Call Manager

Earlier, we discussed Three-Way Conference Calling and Transfer with Consultation. Youcan do this from the CommPilot Call Manager by following the steps below.

4.6.1 Initiate a Call


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1) Select a phone number list, and click a name on the list. The selected name/numberdisplay in the Phone Number box. You can also enter the number directly in thephone number box.

2) Click the Dial button.

3)For calls you initiate, your phone will ring signaling you to pickup the receiver. Onceyou lift the receiver, the party you are calling will be rung. When making a second call,clicking the Dial button will automatically hold the existing call.

4.6.2 Three-Way Conference Calling

A Three-Way Conference call allows you to make a call with two other parties, where allparties can communicate.

1) Initiate the second call in the same fashion as the first (see Initiate a Callforinstructions).

2) While the first call is held, (either by clicking the Hold button, or automatically whenyou initiated the second call) and the second call picks up (call control display nowreads Talking), click the Conference button.

3) All calls are connected.

4.6.3 Transfer with Consultation

Place the first call on hold. While the call is held, from the CommPilot Call Manager, selectyour bosss number from the Group Phone List. Wait for the boss to pickup, speak, andthen click the Transfer button. The two calls will be connected and will then disappearfrom your CommPilot Call Manager.

1) Place the caller on hold by clicking the Hold button or initiate the second call bychoosing a number from a phone list or enter the number directly into the phonenumber box. When the second call is initiated, the first call is automatically put onhold.

2) Click the Dial button.

3) Consult with new active caller.

4) Click the Transfer button. The two existing calls are connected to each other, and willdisappear from your CommPilot Call Manager.

4.6.4 Outlook Integration

Outlook Integration allows you to integrate your contact list in Microsoft Outlook with yourCommPilot Call Manager.

1) Click the Outlook Contacts tab.

2) To call a party on the list, click on the number (appears in phone number box).Clickthe Dial button.

Documents

CommX CommPilot User Training Guide v111